System and method for vendor and customer management in a supply chain

ABSTRACT

A method of managing a supply chain comprises providing at a customer interface module a plurality of order fulfillment options to a customer, and receiving from the customer a selection of a particular order fulfillment option. The method also includes receiving a first order from the customer, and receiving a first inventory status from a first distribution center. A first distribution center sends a first product to the customer in response to determining that the particular order fulfillment option comprises a fill-partial order fulfillment option, and a duration between the time that the first product is directed to be sent and the time when the first product is actually sent is determined. An alert is generated if the duration is greater than a predetermined duration.

CROSS-REFERENCE TO RELATED APPLICATION

The present application is a continuation of and claims priority to U.S.patent application Ser. No. 12/848,306, filed on Aug. 2, 2010, which ishereby incorporated by reference in its entirety.

FIELD OF THE DISCLOSURE

The present disclosure generally relates to a supply chain system, andmore particularly relates to vendor and customer management in a supplychain system.

BACKGROUND

A provider of products and services uses a supply chain to deliver theproducts and services to their customers. For example, a mobilecommunication network service provider builds and maintains the network,including one or more base station subsystems, a network switchingsubsystem, and a core network subsystem. The service provider manages asupply chain that includes products and suppliers to build and maintainthe mobile communication network, and products and suppliers of themobile devices that the subscribers use to access the network. Thus thesupply chain for a mobile communication network includes a wide varietyof products and services, distributed over a wide geographic area, anddistributed through a large number of outlets including warehouses,retail stores, Internet-based electronic commerce sites, and others.

BRIEF DESCRIPTION OF THE DRAWINGS

It will be appreciated that for simplicity and clarity of illustration,elements illustrated in the Figures have not necessarily been drawn toscale. For example, the dimensions of some of the elements areexaggerated relative to other elements. Embodiments incorporatingteachings of the present disclosure are shown and described with respectto the drawings presented herein, in which:

FIG. 1 is a block diagram illustrating an embodiment of a mobilecommunication network;

FIG. 2 is a block diagram illustrating an embodiment of a supply chainsystem for the mobile communication network of FIG. 1;

FIG. 3 is a block diagram illustrating an embodiment of a supply chainmanagement system of FIG. 2;

FIGS. 4 through 12 are block diagrams illustrating an embodiment of themodules in the supply chain management system of FIG. 3

FIG. 13 is a flowchart illustrating an embodiment of a method of orderfulfillment in the supply chain system of FIG. 2;

FIG. 14 is a flowchart illustrating an embodiment of a method of vendorand customer management in the supply chain of FIG. 2; and

FIG. 15 is a block diagram illustrating an embodiment of a generalcomputer system.

The use of the same reference symbols in different drawings indicatessimilar or identical items.

DETAILED DESCRIPTION OF THE DRAWINGS

The numerous innovative teachings of the present application will bedescribed with particular reference to the presently preferred exemplaryembodiments. However, it should be understood that this class ofembodiments provides only a few examples of the many advantageous usesof the innovative teachings herein. In general, statements made in thespecification of the present application do not necessarily delimit anyof the various claimed systems, methods or computer-readable media.Moreover, some statements may apply to some inventive features but notto others.

FIG. 1 illustrates an embodiment of a mobile communication network 100including mobile subscribers 110, one or more base station subsystems120, a core network 130, and a network switching subsystem 150. Mobilesubscribers 110 use various mobile devices to connect to mobilecommunication network 100 through base station subsystem 120. Theoperator of mobile communication network 100 uses a particular mobilecommunications standard for implementing the network, such that mobiledevices that comply with the standard are able to communicate with thenetwork. A non-limiting example of a mobile communications standardincludes General Packet Radio Service (GPRS), Global System for MobileCommunications (GSM), Code Division Multiple Access (CDMA), anothermobile communications standard, or a combination thereof. A non-limitingexample of a mobile device includes a tablet computer, a personal dataassistant, a cellular telephone, an Internet enabled smart phone,another mobile device, or a combination thereof.

Base station subsystem 120 includes a base transceiver station 122 and abase station controller 124. Base transceiver station 122 includesequipment that complies with the mobile communication standard fortransmitting to and receiving radio signals from the mobile devices,antennas and antenna towers, encryption equipment, other equipment, or acombination thereof. One or more base transceiver stations 122 iscontrolled by base station controller 124, which operates to handleradio channel allocation, power level control, and handovers of mobiledevices when they pass from one base transceiver station to another.Base station controller 124 also operates as a concentrator to combinethe low utilization communication traffic from the multiple basetransceiver stations 122 into a smaller number of higher utilizationcommunication channels to core network 130 and to network switchingsubsystem 150.

Core network 130 operates to interface between the elements of mobilecommunication network 100 and an external network 140, such as theInternet. As such, core network 130 appears as a sub-network to externalnetwork 140, and data targeted to mobile subscribers 110 is routed tothe correct base station subsystem 120 to provide the data to thecorrect mobile device. Network switching subsystem 150 provides phonecall switching functionality to mobile communication network 100, andmobile device management for roaming services in the network. Networkswitching subsystem 150 also provides access to a public switchedtelephone network (PSTN) for cellular telephone functionality on mobilecommunication network 100.

In order to establish, maintain, and operate mobile communicationnetwork 100, the operator of the network manages a supply chain for thetimely delivery of the devices and services. In particular, a portion ofthe supply chain is dedicated to network services, and is focused on thedevices and equipment used to build the infrastructure of mobilecommunication network 100, tracking of inventory, and providing sparesfor maintenance and operation of the network. A non-limiting example ofnetwork service devices and equipment includes communication towers,base station equipment, base station controller equipment, core networkequipment, network switching equipment, other equipment, or acombination thereof. Another portion of the supply chain is dedicated toretail devices and services, and is focused on the devices and equipmentused by mobile subscribers 110. A non-limiting example of retail devicesand services includes mobile devices, mobile device accessories such asheadsets, power supplies, customization products, or the like, warrantyand return services, other retail devices and services, or a combinationthereof. The supply chain can also be characterized in terms of thedelivery channels. For example, retail devices and services can bedelivered through various business-to-business enterprises, serviceagents, retail outlets, web based enterprises, other channels, or acombination thereof. Note that mobile communication network 100 is usedas an illustrative example of a system that has a related supply chain.Other non-limiting example of systems that have related supply chainsinclude an Internet protocol television (IPTV) network, a consumer goodsand retail supply network, a pharmaceutical and medical supply network,an automotive parts and repair network, another system where a supplychain is managed, or a combination thereof.

FIG. 2 illustrates a supply chain system 200, such as for mobilecommunication network 100. Supply chain system 200 includes customers210, suppliers/vendors 220, management services 230, an enterpriseresource planning (ERP) database 240, and a supply chain managementsystem 250. End customers 210, suppliers/vendors 220, managementservices 230, and supply chain management system 250 are connected toenterprise resource planning database 240. Customers 210 include retailcustomers 212 and network customers 214. Retail customers 212 representmobile subscribers 110 who opt to obtain their mobile devices from theoperator of mobile communication network 100, as opposed to those mobilesubscribers who obtain their mobile devices from other sources. Retailcustomers 212 also represent the various channels whereby the operatormakes the mobile devices available to mobile subscribers 100. Networkcustomers 214 include personnel associated with the operator who areengaged in building and maintaining the network. In a particularembodiment, customers 210 include other types of customers, such asretail customers that are not mobile subscribers 110, but who obtaintheir mobile devices from the operator for use on another mobilecommunication network (not illustrated).

Suppliers/vendors 220 include manufacturers 222, distribution centers224, delivery services 226, and warranty/return services 228.Manufacturers 222 include the makers, builders, and system integratorsthat the operator of mobile communication network 100 rely on to buildand maintain the network, and to supply the mobile devices available tocustomers 210. Manufacturers 222 also include outlets utilized by theoperator to obtain devices and equipment for the network and for mobilesubscribers. Distribution centers 224 include warehousing and regionalstorage areas for devices and equipment. Delivery services 226 includeshippers and transport services used by the operator to deliver devicesand equipment to customers 210. In a particular embodiment,suppliers/vendors 220 include other types of product or servicesuppliers, such as construction companies contracted to constructbuildings and antenna towers to house base station subsystem 120, repairfacilities to support warranty/repair services 228, or other types ofproduct or service providers. Generally, suppliers/vendors 220 do notinclude product or service providers over which the operator has nolevel of control or input.

Management services 230 include distribution management 232, networkmanagement 234, contract management 236, and account management 238.Distribution management 232 includes functions within the operator ofmobile communication network 100 for ensuring that products and servicesare readily available to customers 210 in a timely fashion and forreceiving and tracking orders for products and services. Networkmanagement 234 includes functions similar to distribution management232, but with an emphasis on the build-out and maintenance of thenetwork. Contract management 236 includes functions for establishingagreements with customers 210 and suppliers/vendors 220, and formonitoring compliance with the agreements. Accounting management 238includes functions for tracking inventory status and financialtransactions related to the delivery of the products and services.

ERP database 240 is a system for managing the information flow betweencustomers 210, suppliers/vendors 220, and management 230, thatintegrates information from the different sources and in differentformats into a commonly accessed database. Supply chain managementsystem 250 is a system for defining, creating, and maintaining theoperating rules governing supply chain system 200. Thus, supply chainmanagement system 250 uses the information included in ERP database 240to manage the interactions between customers 210, suppliers/vendors 220,and management 230 in the various stages of the supply chain.

FIG. 3 illustrates an embodiment of supply chain management system 250,including a planning module 251, a procurement module 252, aninventory/warehouse module 253, an ordering module 254, ashipping/tracking module 255, a sales/accounting module 256, a returnsmodule 257, a reporting module 258, and an integrated managementdashboard (IMDM) module 259. FIGS. 4-12 illustrate embodiments of theelements of supply chain management system 250. The customers 210,vendors/suppliers 220, and management services 230 that are illustratedas being connected to the elements of supply chain management system 250are not to be construed as exclusive, but are illustrative of thefunctions of the element shown therein. Other customers 210,vendors/suppliers 220, management services 230, or a combination thereofcan be connected to the elements of supply chain management system 250,as needed or desired.

FIG. 4 illustrates an embodiment of planning module 251. Planning module251 manages information from manufacturers 222, distribution centers224, distribution management 232, and network management 234. Planningmodule 251 operates to determine the demand for products and servicesand recommend inventory levels for supplies of the products andservices. Planning module 251 analyzes various demands for products andservices and consolidates delivery, warehousing, and allocation of theproducts and services. In addition, planning module 251 makes purchaserecommendations including what to buy, when, and quantity, andautomatically converts the recommendations into purchase orders.Planning module 251 analyzes inventory to determine substitutes to avoidbottlenecks, and automatically substitutes old inventory before kittingwith new products to use up the old inventory. Planning module 251 alsoanalyzes constraints in manufacturers 222 and in distribution centers224 to predict and avoid potential bottlenecks. Performance to servicelevel agreements (SLAs) is also monitored, and alerts are provided whenSLAs are not being met, or when potential shortages or other issues areidentified.

FIG. 5 illustrates an embodiment of procurement module 252. Procurementmodule 252 manages information from manufacturers 222, distributionmanagement 232, network management 234, and account management 238.Procurement module 252 operates to buy products and services, createconsolidated purchase orders, and validate the accounting of thepurchase orders. Also, procurement module 252 carries out auctions tosell products and services and to sell unwanted or excess inventory, andcarries out reverse auctions to purchase products and services frommultiple suppliers. Procurement module 252 also tracks contract basedpurchasing where routine or scheduled procurement is established.Procurement module 252 provides access to suppliers/vendors 220 to viewbills and invoices.

FIG. 6 illustrates an embodiment of inventory/warehouse module 253.Inventory/warehouse module 253 manages information from manufacturers222, distribution centers 224, delivery services 226, distributionmanagement 232, and network management 234. Inventory/warehouse module253 operates to track all of the products and services that are boughtand sold in supply chain system 200, including the prices paid and theparticular supplier/vendor 220 that provided the products and services,and to monitor inventory levels. Inventory/warehouse module 253 alsooperates to create and manage which products and services are stored atwhich distribution centers 224 or are offered at by which channels.Also, inventory/warehouse module 253 manages and tracks serializedproducts for auditing account management purposes.

FIG. 7 illustrates an embodiment of ordering module 254. Ordering module254 manages information from retail customers 212, network customers214, distribution management 232, and network management 234. Orderingmodule 254 operates to receive orders from customers 210 andautomatically generated orders from procurement module 252, prioritizethe orders, and determine a route or channel from which to fill theorder, for example by filling an order from a warehouse that isproximate to the ordering point, or from a different warehouse that isproximate to the delivery point. Ordering module 254 also operates totrack ongoing orders and make changes to the routes and channels for theorders based upon the real time situation. In a particular embodiment,ordering module 254 provides a web based order tracker so that customers210 can obtain up to date order status.

FIG. 8 illustrates an embodiment of shipping/tracking module 255.Shipping/tracking module 255 manages information from retail customers212, network customers 214, manufacturers 222, distribution centers 224,delivery services 226, distribution management 232, and networkmanagement 234. Shipping/tracking module 255 operates to track themovement of the products moved by delivery services 226 to customers210, and includes a web based shipping tracker so that customers canobtain up to date shipping status.

FIG. 9 illustrates an embodiment of sales/accounting module 256.Sales/accounting module 256 manages information from contract management236 and account management 238. Sales/accounting module 256 operates toreceive orders for products and services, provide invoices for theorders, and to ensure compliance with contract terms and agreements. Ina particular embodiment, sales/accounting module 256 also integrateswith an account management system maintained by the operator of mobilecommunication network 100.

FIG. 10 illustrates an embodiment of Returns module 257. Returns module257 manages information from delivery services 226, warranty/returnservices 228, contract management 236, and account management 238.Returns module 257 operates to process equipment returns for exchangesor warranty repair operations, to track the origin location of thereturn to determine a proximate return processing center, and to trackserial numbers on equipment for fraud prevention. Returns module 257also operates with sales/accounting module 256 to credit accounts wereneeded or desired. Also, returns module 257 operates to alertinventory/warehouse module 253 of returns in order to adjust inventorylevels.

FIG. 11 illustrates an embodiment of reporting module 258. Reportingmodule 258 is shown as connected to ERP database 240 indicating that thereporting module manages information from retail customers 212, networkcustomers 214, manufacturers 222, distribution centers 224, deliveryservices 226, warranty/return services 228, distribution management 232,network management 234, contract management 236, and account management238. Reporting module 258 operates to provide status, trending, andforecast reports on all parts of supply chain system 200. In particular,reporting module 258 provides profitability reports, SLA trackingreports, vendor analysis reports, channel utilization reports, inventoryand peak demand reports, product mix analysis reports, and other reportsas needed or desired.

FIG. 12 illustrates an embodiment of integrated management dashboardmodule 259 including a forecasting services module 260, a predictiveservices module 262, a leadership services module 264, a partnerservices module 266, a system health module 268, and a view parametermodule 270. Integrated management dashboard module 259 provides aninterface between the users associated with customers 210,suppliers/vendors 220, and management 230, to view the activities withinsupply chain system 200. In a particular embodiment, integratedmanagement dashboard module 259 provides text based updates and alertsusing a messaging or e-mail format. In another embodiment, integratedmanagement dashboard module 259 provides a graphical user interface toobtain updates and alerts. The information contained in the updates andalerts are customizable by the users, as is the look and feel of theinterface to integrated management dashboard module 259.

In addition to real time snapshots of supply chain system 200,integrated management dashboard module 259 provides prospective alertsbased upon forecasted needs or predicted events. Thus, forecastingservices module 260 operates to indicate options to redirect activitiesin the supply chain to meet expected demand. For example, if aparticular item is expected to be a high demand item, forecastingservices module 260 provides selectable options to redirect inventory insupply chain system 200 to meet the expected demand. The expected demandcan be characterized in terms of a usage rate at which a particularinventory item is ordered. Depending on the type of inventory, the usagerate can be used to make short term forecasts, such as the expecteddemand in the one to two week timeframe, or can be used to make longerterm forecasts, such as for the one to three month timeframe. Forexample, if the inventory item is a popular new cell phone, a short termforecast will assist the channels in planning their own inventory levelsand incentive programs. If the inventory item is an element of a basetransceiver station, then a long term forecast can be a suitableforecast for the usage rate. Forecasts can be based on a particularproduct, on a particular category of products, or on a combination ofproducts, or based on a regional usage.

Forecasting services module 260 also provides options to determinewhether to replenish inventory or to replace with updated items, to moveaging inventory or to auction and replace, and to use availablesubstitutes for orders for unavailable products. Forecasting module 260also provides a fill-or-kill feature that permits customers topredetermine order fulfillment options that define rules for how tohandle an order when not all products ordered are available. Forexample, a customer determine in advance whether to use a particularsubstitute to fill an order, to fill only the available portion of theorder, to kill the order, or to delay the order until all products areavailable.

Predictive services module 262 operates to allow for longer termforecasting of conditions in supply chain system 200. Thus, for example,predictive services module 262 receives customer activation informationand usage analysis information to make predictions as to the futurecapacity needs of mobile communication network 100, and forecasts longterm shortages of equipment and services. Predictive services module 262also uses the customer activation information to track customer usageand for fraud detection. For example, when a mobile device is activatedon mobile communication network 100, predictive services module 262 canverify that the mobile device is authorized to access the mobilecommunication network, and can detect stolen or hacked subscriberidentity module (SIM) card, place a hold on the account, and alertauthorities. Also, predictive services module 262 tracks order promisedates and monitors performance to order promise dates to identifypotential bottlenecks or underperforming channels or suppliers.Predictive services module 262 also performs order volume analysis whichpermits bulk volume customers such as big box retailers to analyze andplan their operations.

Leadership services module 264 operates to monitor SLAs withsuppliers/vendors 220 and with stakeholders within supply chain system200. For example, a distribution center 224 can have an SLA to ship allorders with 24 hours of the receipt of the order, or a data serviceprovider can have an SLA to provide 97% service up time. Thus leadershipservices module 264 can track trends in performance to SLAs and createreports related to the performance to the SLAs.

Partner services module 266 operates to provide self service interfacesto customers 210, suppliers/vendors 220, and management services 230 toview performance metrics and to aid channel partners with theirinventory planning System health module 268 operates to provide realtime end-to-end system visibility, including notifications and alerts ontransaction errors, root causes, and correction tracking. View parametermodule 270 operates to provide knobs whereby stakeholders can adjust theview parameters and notification parameters of their accounts.

FIG. 13 is a flowchart illustrating an embodiment of a method of orderfulfillment in supply chain system 200. In the illustrated embodiment,the steps of the method are associated with SLAs that define the successcriteria for the associated steps, and notification proceduresassociated with the SLAs that define how to handle successful or failingperformance to the associated SLAs. The illustrated SLAs andnotification procedures are given as non-limiting examples of SLAs andnotification procedures associated with an order fulfillment method.Other SLAs and notification procedures can be defined as needed ordesired. The method begins in block 310 where orders are received. In aparticular embodiment, the orders are received from customers 210 by ERPdatabase 240. The orders include quantities of one or more line items,each line item representing a particular product or service availablethrough supply chain system 200, and a unit price for each line item.For example, a retail customer may order a particular mobile device, anassociated power cord, and a carrying case, or a retail store may orderseveral each of multiple mobile devices and an assortment of associatedpower cords, cases, and other accessories in order to maintain inventorylevels sufficient to meet the expected demand. Integrated managementdashboard module 259 provides users of supply chain system 200 withinformation related to the orders received in block 310.

TABLE 1 Orders received in ERP Database Order Date Channel Order TypeOrders Line Items Jul. 11, 2010 Retail Outlets Insured 1523 6389 Jul.11, 2010 Internet Sales Direct 742 1477 Jul. 11, 2010 Internet SalesInsured 277 493 Jul. 11, 2010 Returns Insured 158 178 Jul. 10, 2010Retail Outlets Insured 2245 8750 Jul. 10, 2010 Internet Sales Direct 6871296 Jul. 10, 2010 Internet Sales Insured 315 612 Jul. 10, 2010 ReturnsInsured 144 157

Table 1 illustrates an example of an order summary provided byintegrated management dashboard module 259 for orders received by ERPdatabase 240 in block 310. The dates of the orders are provided in thefirst column. Here, a two day window is viewed for the purpose oftracking to a 24 hour shipping SLA, described below. In this example,orders are received from various channels including retail outlets,internet sales, and product returns, as shown in the second column. Theorders may be covered by an insurance contract for the shipment of theorders, or may be shipped directly, without insurance, as indicated inthe third column. The total number of orders received and the associatednumber of line items are shown in the fourth and fifth columns,respectively.

In a particular embodiment, the information provided by integratedmanagement dashboard module 259 is sent via an electronic mail messageto a group of users of supply chain system 200 who request to receivethe electronic mail message. In another embodiment, the information isavailable via a graphical user interface that provides a customizablelook and feel for the information presented. For example, theinformation can be provided via a web-based interface, and one or moreitems in Table 1 can provide links to further information related to theitem. Thus, clicking the “Orders” box for the “Returns” orders receivedon “7/11/10” can provide a further presentation of information on the158 return orders received by ERP database. Likewise, the furtherinformation presented on the 158 return orders can be clicked through topresent information on the individual return orders, including the lineitems, quantities, and other information related to the individualreturn orders. Note that integrated management dashboard system 259 canprovide information related to the other steps in the order fulfillmentmethod described below, and that the information can be sent viaelectronic mail, graphical user interface, web-based interface, anotherinterface, or a combination thereof for each of the other steps in themethod.

The orders received in block 310 are validated in block 312. Forexample, ERP database 240 can verify that the line items exist in thesupply chain system 200, that the ordered quantities of each line itemare currently available, and that the prices for each line item arecorrect. The order validation in block 312 is associated with an SLAcalling for 100% order validation in real time, that is, as orders arereceived. The notification procedures include no routine notices. Forexample, the number of orders received and successfully validated may beso high as to make any routine notification of successful validationunnecessary or undesirable. However, an immediate alert can be generatedwhen an order or a portion of an order is not successfully validated.Integrated management dashboard module 259 provides for users of supplychain system 200 to receive the validation failure notices generated inblock 312. In a particular embodiment, a notice of a failed validationcan first go to the source of the order that failed. In this way, afirst check for accurate order entry is achieved. If the order isreturned and still fails validation, then a notice of the failure cannext go to a troubleshooting process where the cause of the failure isdetermined

TABLE 2 Validation Failures Order Order Failing Failure Date ChannelType Line Items Line Items Status Mode Jul. 11, 2010 Store # 1683Insured 11 2 Open Unknown Jul. 11, 2010 Internet Portal Insured 1 1Resolved Entry Error

Table 2 illustrates an example of a validation failure alert provided byintegrated management dashboard module 259 for the validation failuresin block 312. The date for each order is provided in the first column.The second column shows the channel associated with the failed orders.In a particular embodiment, integrated management dashboard module 259tracks the source channel for validation failures in order to detecttrends in the sources for validation failures. For example, if aparticular channel or class of channels is persistently a source ofvalidation failures, a troubleshooting process can look for a commonproblem, and thus improve validation statistics. The fifth columnindicates the number of line items in the failing order that haveproblems. In a particular embodiment, the information in Table 2includes links to further information related to the selected field. Forexample, clicking the “Failing Line Items” box for the “Internet Portal”orders can provide a further presentation of information on the failingorder, including the item that was ordered. The sixth column shows astatus for each validation failure, and the seventh column shows afailure mode for each validation failure. A non-limiting example of afailure mode includes an order entry error, specifying an obsolete lineitem, ordering an invalid quantity for a product, specifying a wrongprice for a line item, another error, or a combination thereof.

The orders validated in block 312 are processed to a warehousemanagement system (WMS) in block 314. For example, ERP database 240 canprovide a ship order to distribution centers 224 to ship the line itemsincluded in the order to retail customer 212. The order processing tothe WMS in block 310 is associated with an SLA calling for 75% of thevalidated orders to be processed to the WMS within 1 hour of validation,and for 100% of the validated orders to be processed to the WMS within 2hours of validation. The associated notification procedures includeperiodic routine notices. For example, when all SLAs are being met, adaily summary of the orders processed to the WMS can be sufficient tomonitor the activity. Another time period for receipt of the summary canbe chosen as needed or desired. However, an immediate alert can begenerated when order processing to the WMS is not meeting the SLAs.Integrated management dashboard module 259 provides for users of supplychain system 200 to receive the routine notices and the alerts generatedin block 314.

Table 3 illustrates an example of a routine notice provided byintegrated management dashboard module 259 for the order processing inblock 314. The third column shows the orders that are expected to beprocessed to the WMS. For example, the expected “Insured” orders includethe total of the insured orders for the order date from Table 1, 1959orders, less the orders that failed the validation step in block 312, 2orders, for a total of 1597 expected insured orders to be processed. Theexpected insured orders and the expected direct orders are each splitinto four rows as follows. The first row shows the actual orders thatwere processed within the 1-hour SLA in the fourth column, and theassociated percent of the expected orders that were processed within the1-hour SLA in the fifth column.

TABLE 3 Orders Processed to Warehouse Management System Order OrderExpected Actual Date Type Orders Orders Percent Status Alert Jul. 11,2010 Insured 1957 1507 77 P1 N 450 33 P2 N 0 0 P+ N 0 0 UP N Jul. 11,2010 Direct 742 534 72 P1 Y 199 27 P2 Y 0 0 P+ N 9 1 UP Y

The sixth column indicates the status that the row relates to. Thus inthe first row, the 1-hour SLA performance status is indicated as “P1.”The seventh column indicates if the row has generated an alert. Here,since 77% of the expected insured orders are actually processed to theWMS within one hour, integrated management dashboard system 259 does notgenerate an alert for the 1-hour SLA for the insured orders. However,since 72% of the expected direct orders are actually processed to theWMS within one hour, integrated management dashboard system 259generates an alert for the 1-hour SLA for the direct orders. The secondrow shows the actual orders that were processed within the 2-hour SLA,the associated percentage, and the alert status. The 2-hour SLAperformance status is indicated as “P2.” The third row shows the actualorders that were processed that missed the 2-hour SLA, the associatedpercentage, and the alert status. The missed 2-hour SLA performancestatus is indicated as “P2+.” The fourth row shows the actual ordersthat have not been processed or that have an unknown status, theassociated percentage, and the alert status. The unknown status isindicated as “UP.” In a particular embodiment, the information in Table3 includes links to further information related to the selected field.For example, clicking the “Actual Orders” entry for the unknown directorders can provide additional information on the unknown orders.

In a particular embodiment, an alert notice is generated for each alertcondition. For example, alert notices can be provided for failing tomeet the 75% SLA and the 100% SLA for direct order, and for failing toprocess the 9 direct orders. The alert notices can include similarinformation to as the routine notice, and can include additionalinformation that can be used by a troubleshooting system to determinethe cause of the unprocessed orders and the failure to meet the SLAs.

The orders processed to the WMS in block 314 are acknowledged by the WMSand the availability of the inventory is verified in block 316. Forexample, distribution centers 224 can include manual or automatedinventory control systems to determine if the ordered quantity of aparticular item is available at the selected distribution center, andafter verifying the order, can send an order acknowledgement back to ERPdatabase 240. The order acknowledgement in block 316 is associated withan SLA calling for 75% of the orders to be acknowledged by the WMSwithin 1 hour of receipt, and for 100% of the validated orders to beacknowledged by the WMS within 4 hours of receipt. The associatednotification procedures include periodic routine notices, and immediatealerts when order acknowledgment from the WMS is not meeting the SLAs.Integrated management dashboard module 259 provides for users of supplychain system 200 to receive the routine notices and the alerts generatedin block 316.

TABLE 4 Orders Acknowledged by Warehouse Management System Order OrderExpected Actual Date Type Orders Orders Percent Status Alert Jul. 11,2010 Direct 734 581 79 A1 N 112 15 A4 Y 0 0 A+ N 8 1 UA-E Y 33 5 UA-I Y

Table 4 illustrates an example of a routine notice provided byintegrated management dashboard module 259 for the order acknowledgementin block 316. The third column shows the orders that are expected to beacknowledged by the WMS. For example, the expected “Direct” ordersinclude the total of the processed direct orders for the order date fromTable 1, 742 orders, less the orders that were unprocessed in theprocessing step in block 314, 9 orders, for a total of 734 expecteddirect orders to be acknowledged.

The expected direct orders are each split into five rows as follows. Thefirst row shows the actual orders that were acknowledged within the1-hour SLA in the fourth column, and the associated percent of theexpected orders that were acknowledge within the 1-hour SLA in the fifthcolumn. The sixth column indicates the status that the row relates to.Thus in the first row, the 1-hour SLA performance status is indicated as“A1.” The seventh column indicates if the row has generated an alert.Here, since 79% of the expected insured orders are actually acknowledgedby the WMS within one hour, integrated management dashboard system 259does not generate an alert for the 1-hour SLA. The second row shows theactual orders that were acknowledged within the 4-hour SLA, theassociated percentage, and the alert status. The 4-hour SLA performancestatus is indicated as “A4.” Here, since only 15% of the expected directorders are actually acknowledged by the WMS within four hours,integrated management dashboard system 259 generates an alert for the4-hour SLA for the direct orders. In another embodiment, since theremaining orders were unacknowledged, as described below, no alert isgiven for missing the 4-hour SLA, because all of the acknowledged orderswere acknowledged within the 4-hour SLA. The third row shows the actualorders that were acknowledged that missed the 4-hour SLA, the associatedpercentage, and the alert status. The missed 4-hour SLA performancestatus is indicated as “A4+.” The actual orders that were unacknowledgeddue to errors in the orders or for unknown reasons are shown in thefourth row and the actual orders that were unacknowledged due to lack ofinventory are shown in the fifth row. The unknown/error status isindicated as “UA-E,” and the lack of inventory status is indicated as“UA-I.” In a particular embodiment, the information in Table 4 includeslinks to further information related to the selected field. In aparticular embodiment, an alert notice is generated for each alertcondition.

The orders acknowledged by the WMS in block 316 are shipped by the WMSin block 318. For example, distribution centers 224 can package theordered items and provide the packages to delivery services 226 forshipment to the customer. The shipment in block 318 is associated withan SLA calling for 100% of the acknowledged orders to be shipped within24 hours of the receipt of the order. The associated notificationprocedures include periodic routine notices, and immediate alerts whenorder shipment is not meeting the SLA. Integrated management dashboardmodule 259 provides for users of supply chain system 200 to receive theroutine notices and the alerts generated in block 318.

Table 5 illustrates an example of a routine notice provided byintegrated management dashboard module 259 for the order shipments inblock 318. The third column shows the orders that are expected to beshipped by the WMS. For example, the expected “Direct” orders includethe total of the processed direct orders for the order date from Table1, 742 orders, less the orders that were unprocessed in Table 3, 9orders, less the orders that were unacknowledged in Table 4, 41 orders,for a total of 693 expected direct orders to be shipped. The expecteddirect orders are each split into six rows, similarly to Tables 3 and 4.Here, however, the first and second rows show the actual orders thatwere shipped within 12 hours and within 18 hours, respectively. Noalerts are generated for these rows, and the information provided is fortracking purposes rather than for performance to the SLA. Thus 12-hourand 18-hour tracking statuses are indicated as “S12” and “S18,”respectively. The third and fourth rows show the performance to the24-hour SLA, as indicated by the “S24” and S24+” statuses, respectively.The actual orders that were unshipped due to errors in the orders or forunknown reasons are shown in the fifth row and the actual orders thatwere unshipped due to lack of inventory are shown in the sixth row. Theunknown/error status is indicated as “US-E,” and the lack of inventorystatus is indicated as “US-I.” In a particular embodiment, theinformation in Table 5 includes links to further information related tothe selected field. In a particular embodiment, an alert notice isgenerated for each alert condition.

TABLE 5 Orders Shipped by Warehouse Management System Order OrderExpected Actual Date Type Orders Orders Percent Status Alert Jul. 11,2010 Direct 693 381 55 S12 N/A 187 27 S18 N/A 122 18 S24 N 0 0 S24+ N 1<1 US-U Y 2 <1 US-I Y

The orders shipped by the WMS in block 318 are invoiced in block 320.For example, account management 236 can receive information on theorders as they are shipped, and can provide invoices to the customers.The invoicing in block 32016 is associated with an SLA calling for 75%of the shipped orders to be invoiced within 12 hours of shipment, andfor 100% of the shipped orders to be invoiced within 24 hours ofshipment. The associated notification procedures include periodicroutine notices, and immediate alerts when order invoicing is notmeeting the SLAs. Integrated management dashboard module 259 providesfor users of supply chain system 200 to receive the routine notices andthe alerts generated in block 320.

TABLE 6 Orders Invoiced Order Order Expected Actual Date Type InvoicesOrders Percent Status Alert Jul. 11, 2010 Direct 690 538 78 I12 N 150 22I24 N 1 <1 I24+ Y 0 0 UI-U N 1 <1 UI-E Y

Table 6 illustrates an example of a routine notice provided byintegrated management dashboard module 259 for the order invoicing inblock 320. The third column shows the orders that are expected to beinvoiced. For example, the expected “Direct” orders include the total ofthe processed direct orders for the order date from Table 1, 742 orders,less the orders that were unprocessed in Table 3, 9 orders, less theorders that were unacknowledged in Table 4, 41 orders, less the ordersthat were not shipped in Table 5, 3 orders, for a total of 690 expecteddirect orders to be invoiced. The expected direct orders are each splitinto five rows, similarly to Table 4. Here the 12-hour SLA performancestatus is indicated as “I12,” the 24-hour SLA performance status isindicated as “I24,” and the missed 24-hour SLA status is indicated as“I24+.” The actual orders that were un-invoiced due to for unknownreasons are shown in the fourth row, and the actual orders that wereun-invoiced due to errors in the order are shown in the fifth row. Theunknown status is indicated as “UI-U,” and the error status is indicatedas “UI-I.” In a particular embodiment, the information in Table 6includes links to further information related to the selected field. Ina particular embodiment, an alert notice is generated for each alertcondition.

In a particular embodiment, when integrated management dashboard module259 tracks interactions within supply chain system 200 to determine thesuccess or failure of the interactions to meet various SLAs, theintegrated management dashboard module also tracks the interactions inreal time, to detect trends in the performance to the various SLAs. Inparticular, if a set of interactions are historically performed at asuccess rate that is better than the SLA level, then a decline in thesuccess rate is also detected. For example, if the typical performancefor the order acknowledgement by the WMS is that 78-85% of orders areacknowledged within one hour of processing, but the recent performancehas trended downward toward 75% then integrated management dashboardmodule 259 can detect the decrease in performance Integrated managementdashboard module 259 can then provide an alert based upon performancethat meets the SLA level, but is declining. The alert can then beprovided to a troubleshooting process to determine a root cause for thedecrease in performance to the SLA, so that changes or repairs can beimplemented before the success rate drops below the SLA level.

In another embodiment, integrated management dashboard module 259 tracksinteractions within supply chain system 200 to determine if a differentset of interactions can be performed to improve the performance to thevarious SLAs. In particular, if an element in supply chain system 200 iscapable of performing the same or similar interactions as an elementthat is failing to meet the SLA level, then integrated managementdashboard module 259 will assign some or all of the interactions thatwould normally fall to the failing element to the alternate elementuntil the failing element's performance can be improved. For example, ifthere are two invoicing systems, one for direct orders, and another forinsured orders, and if the invoicing system for the direct orders isslowing down to such that only 60% of the shipped orders are beinginvoiced within 12 hours of shipment, then integrated managementdashboard module 259 can reassign a portion of the direct orderinvoicing to the insured order invoicing channel. Integrated managementdashboard module 259 can then provide an alert that interactions insupply chain system 200 have been rerouted and a troubleshooting processcan determine a root cause for the decreased performance in the directorder channel.

In another embodiment, integrated management dashboard module 259 tracksinteractions within supply chain system 200 to determine if a particularorder or line item is incorrectly processed. In particular, if an orderis processed through some step more than once, or if spuriousinteractions occur, then integrated management dashboard module 259 willdetect the problem and initiate interactions to correct the problem. Forexample, if an order is cancelled, but before the cancellation isprocessed, the order is shipped, integrated dashboard module 259 caninitiate a product return process to get the inventor back.

FIG. 14 is a flowchart illustrating an embodiment of a method forcustomer and vendor management in a supply chain system. The methodstarts in block 330 where an order is received. For example, retailcustomer 212 can order a mobile device from a channel in supply chainsystem 200. The order can be received by ERP database 240 and forwardedto ordering module 254. An inventory status is received in block 332.For example a quantity of mobile devices that are available indistribution center 224 can be received by ERP database 240 andforwarded to ordering module 254. A decision is made as to whether ornot the quantity of devices in inventory is greater than zero indecision block 334. If the quantity of devices in inventory is greaterthan zero, the “YES” branch of decision block 334 is taken, thedistribution center that is closest to the location of the order isdetermined in block 336, and the order is filled from the closestdistribution center in block 338.

If the quantity of devices in inventory is zero, the “NO” branch ofdecision block 334 is taken, and a decision is made as to whether or notto order an additional quantity of the devices in decision block 340. Ifso, the “YES” branch of decision block 340 is taken, and an order isplaced with the manufacturer or supplier of the device, and the deviceis drop-shipped to the customer to fill the order in block 346. If anadditional quantity of devices is not to be ordered, the “NO” branch ofdecision block 340 is take, and a decision is made as to whether or nota substitute device is available in decision block 342. If not, the “NO”branch of decision block 342 is taken, and the order is cancelled inblock 344. If a substitute device is available, the “YES” branch ofdecision block 342 is taken, and a decision is made as to whether or notthe substitute is wanted in decision block 348. For example, thecustomer may be satisfied with the substitution, or may wish to cancelthe order. If the substitute is not wanted, the “NO” branch of decisionblock 348 is taken, and the order is cancelled in block 344. If asubstitute device is wanted, the “YES” branch of decision block 348 istaken, and the order is filled with the substitute device in block 360.

FIG. 15 shows an illustrative embodiment of a general computer system400 in accordance with at least one embodiment of the presentdisclosure. Computer system 400 includes a set of instructions that canbe executed to cause computer system 400 to perform any one or more ofthe methods or computer based functions disclosed herein. Computersystem 400 can operate as a standalone device or can be connected via anetwork to other computer systems or peripheral devices.

In a networked deployment, computer system 400 operates in the capacityof a server or as a client computer in a server-client networkenvironment, or as a peer computer system in a peer-to-peer (ordistributed) network environment. Computer system 400 can also beimplemented as or incorporated into various devices, such as a personalcomputer (PC), a tablet PC, a set-top box, a personal digital assistant(PDA), a mobile device, a palmtop computer, a laptop computer, a desktopcomputer, a communications device, a wireless telephone, a land-linetelephone, a control system, a camera, a scanner, a facsimile machine, aprinter, a pager, a personal trusted device, a web appliance, a networkrouter, switch or bridge, or any other machine capable of executing aset of instructions (sequential or otherwise) that specify actions to betaken by that machine. In a particular embodiment, computer system 400is implemented using electronic devices that provide voice, video ordata communication. Further, while computer system 400 is illustrated asa single system, the term “system” shall also be taken to include anycollection of systems or sub-systems that individually or jointlyexecute a set, or multiple sets, of instructions to perform one or morecomputer functions.

Computer system 400 includes a processor 402 such as a centralprocessing unit (CPU), a graphics processing unit (GPU), or both.Moreover, computer system 400 includes a main memory 404 and a staticmemory 406 that communicate with each other via a bus 408. Computersystem 400 further includes a video display unit 410, such as a liquidcrystal display (LCD), an organic light emitting diode (OLED), a flatpanel display, a solid state display, or a cathode ray tube (CRT).Additionally, computer system 400 includes an input device 412, such asa keyboard, and a cursor control device 414, such as a mouse. Computersystem 400 also includes a disk drive unit 416, a signal generationdevice 418, such as a speaker or remote control, and a network interfacedevice 420.

In a particular embodiment, disk drive unit 416 includes acomputer-readable medium 422 in which one or more sets of instructions424 are embedded. Instructions 424 embody one or more of the methods orlogic as described herein. In a particular embodiment, instructions 424reside completely, or at least partially, within main memory 404, staticmemory 406, and/or within processor 402 during execution by computersystem 400. Main memory 404 and processor 402 also includecomputer-readable media. Network interface device 420 providesconnectivity to a network 426 such as a wide area network (WAN), a localarea network (LAN), or other network. The present disclosurecontemplates a computer-readable medium that includes instructions 424or receives and executes instructions 424 responsive to a propagatedsignal, so that a device connected to network 426 can communicate voice,video or data over network 426. Further, instructions 424 can betransmitted or received by network 426 via network interface device 420.

In an alternative embodiment, dedicated hardware implementations such asapplication specific integrated circuits, programmable logic arrays andother hardware devices can be constructed to implement one or more ofthe methods described herein. Applications that include the apparatusand systems of various embodiments can broadly include a variety ofelectronic and computer systems. One or more embodiments describedherein can implement functions using two or more specific interconnectedhardware modules or devices with related control and data signals thatcan be communicated between and through the modules, or as portions ofan application-specific integrated circuit. Accordingly, the presentsystem encompasses software, firmware, and hardware implementations.

In accordance with various embodiments of the present disclosure, themethods described herein can be implemented by software code executableby a computer system. Further, in an exemplary, non-limited embodiment,implementations can include distributed processing, component/objectdistributed processing, and parallel processing. Alternatively, virtualcomputer system processing can be constructed to implement one or moreof the methods or functionality as described herein.

While the computer-readable medium is shown to be a single medium, theterm “computer-readable medium” includes a single medium or multiplemedia, such as a centralized or distributed database, and/or associatedcaches and servers that store one or more sets of instructions. The term“computer-readable medium” shall also include any medium that is capableof storing, encoding or carrying a set of instructions for execution bya processor or that cause a computer system to perform any one or moreof the methods or operations disclosed herein.

In a particular non-limiting, exemplary embodiment, thecomputer-readable medium can include a solid-state memory such as amemory card or other package that houses one or more non-volatileread-only memories. Further, the computer-readable medium can be arandom access memory or other volatile re-writable memory. Additionally,the computer-readable medium can include a magneto-optical or opticalmedium, such as a disk or tapes or other storage device to capturecarrier wave signals such as a signal communicated over a transmissionmedium. A digital file attachment to an e-mail or other self-containedinformation archive or set of archives can be considered a distributionmedium that is equivalent to a tangible storage medium. Accordingly, thedisclosure is considered to include any one or more of acomputer-readable medium or a distribution medium and other equivalentsand successor media, in which data or instructions can be stored.

The illustrations of the embodiments described herein are intended toprovide a general understanding of the structure of the variousembodiments. The illustrations are not intended to serve as a completedescription of all of the elements and features of apparatus and systemsthat utilize the structures or methods described herein. Many otherembodiments can be apparent to those of skill in the art upon reviewingthe disclosure. Other embodiments can be utilized and derived from thedisclosure, such that structural and logical substitutions and changescan be made without departing from the scope of the disclosure.Additionally, the illustrations are merely representational and may notbe drawn to scale. Certain proportions within the illustrations may beexaggerated, while other proportions may be minimized. Accordingly, thedisclosure and the figures are to be regarded as illustrative ratherthan restrictive.

The Abstract of the Disclosure is provided to comply with 37 C.F.R.§1.72(b) and is submitted with the understanding that it will not beused to interpret or limit the scope or meaning of the claims. Inaddition, in the foregoing Detailed Description of the Drawings, variousfeatures may be grouped together or described in a single embodiment forthe purpose of streamlining the disclosure. This disclosure is not to beinterpreted as reflecting an intention that the claimed embodimentsrequire more features than are expressly recited in each claim. Rather,as the following claims reflect, inventive subject matter may bedirected to less than all of the features of any of the disclosedembodiments. Thus, the following claims are incorporated into theDetailed Description of the Drawings, with each claim standing on itsown as defining separately claimed subject matter.

The above disclosed subject matter is to be considered illustrative, andnot restrictive, and the appended claims are intended to cover all suchmodifications, enhancements, and other embodiments which fall within thetrue spirit and scope of the present disclosed subject matter. Thus, tothe maximum extent allowed by law, the scope of the present disclosedsubject matter is to be determined by the broadest permissibleinterpretation of the following claims and their equivalents, and shallnot be restricted or limited by the foregoing detailed description.

What is claimed is:
 1. A system, comprising: a memory that storesinstructions; a processor that executes the instructions to performoperations, the operations comprising: receiving, from a customer, anorder for a first product and a second product; receiving, at anordering module, an inventory status from a distribution center, whereinthe inventory status includes a first quantity of the first product thatis available at the distribution center and a second quantity of thesecond product that is available at the distribution center;determining, by utilizing the ordering module, that the second quantityis insufficient to fulfill the order for the second product; directing,by utilizing the ordering module, the distribution center to send thefirst product to the customer in response to receiving, from thecustomer, a selection of an order fulfillment option that comprises afill-partial order fulfillment option; determining, at a trackingmodule, a first time when the distribution center is directed to sendthe first product to the customer; determining, at the tracking module,a second time when the distribution center sent the first product to thecustomer; calculating, by utilizing the tracking module, that a durationbetween the first time and the second time is greater than apredetermined duration specified in a service level agreement;generating a first alert when the duration between the first time andthe second time is determined to be greater than the predeterminedduration specified in the service level agreement, wherein the firstalert indicates a failure of a supply chain in satisfying the servicelevel agreement; and generating a second alert when a percentage of theorder is not acknowledged within a time period and in accordance with anacknowledgement service level in the service level agreement.
 2. Thesystem of claim 1, wherein the operations further comprise determining,based on an alert selected from the group comprising the first alert andthe second alert, a portion of the supply chain that caused the failure.3. The system of claim 2, wherein the operations further compriseadjusting the portion of the supply chain to rectify the failure.
 4. Thesystem of claim 1, wherein the operations further comprise transmittinga plurality of order fulfillment options to the customer, wherein theplurality of order fulfillment options includes the fill-partial orderfulfillment option.
 5. The system of claim 1, wherein the operationsfurther comprise validating the order for the first product and thesecond product.
 6. The system of claim 1, wherein the operations furthercomprise transmitting a notification to the customer indicating anavailability of a third product that is a substitute for the secondproduct.
 7. The system of claim 6, wherein the operations furthercomprise receiving an updated order from the customer in response to thenotification, wherein the updated order indicates that the third producthas been selected to substitute the second product.
 8. The system ofclaim 7, wherein the operations further comprise directing, by utilizingthe ordering module, that the distribution center send the third productto the customer.
 9. The system of claim 1, wherein the operationsfurther comprise cancelling the order if a substitute product for thesecond product is not available.
 10. The system of claim 1, wherein theoperations further comprise transmitting an order for additional unitsof the second product in response to determining that the secondquantity is insufficient to fulfill the order for the second product.11. A method, comprising: receiving, from a customer, an order for afirst product and a second product; requesting, at an ordering module,an inventory status from a distribution center, wherein the inventorystatus includes a first quantity of the first product that is availableat the distribution center and a second quantity of the second productthat is available at the distribution center; determining, by utilizingthe ordering module, that the second quantity is insufficient to fulfillthe order for the second product; directing, by utilizing the orderingmodule, the distribution center to send the first product to thecustomer in response to receiving, from the customer, a selection of anorder fulfillment option that comprises a fill-partial order fulfillmentoption; determining, at a tracking module, a first time when thedistribution center is directed to send the first product to thecustomer; determining, at the tracking module, a second time when thedistribution center sent the first product to the customer; calculating,by utilizing instructions from a non-transitory memory that are executedby a processor that executes utilizing the tracking module, that aduration between the first time and the second time is greater than apredetermined duration specified in a service level agreement;generating a first alert when the duration between the first time andthe second time is determined to be greater than the predeterminedduration specified in the service level agreement, wherein the firstalert indicates a failure of a supply chain in satisfying the servicelevel agreement; and generating a second alert when a percentage of theorder is not acknowledged within a time period in accordance with anacknowledgement service level in the service level agreement.
 12. Themethod of claim 11, further comprising determining, based on an alertselected from the group comprising the first alert and the second alert,a portion of the supply chain that caused the failure.
 13. The method ofclaim 12, further comprising adjusting the portion of the supply chainto rectify the failure.
 14. The method of claim 11, further comprisingtransmitting a plurality of order fulfillment options to the customer,wherein the plurality of order fulfillment options includes thefill-partial order fulfillment option.
 15. The method of claim 11,further comprising transmitting a notification to the customerindicating an availability of a third product that is a substitute forthe second product.
 16. The method of claim 15, further comprisingreceiving an updated order from the customer in response to thenotification, wherein the updated order indicates that the third producthas been selected to substitute the second product.
 17. The method ofclaim 16, further comprising directing, by utilizing the orderingmodule, that the distribution center send the third product to thecustomer.
 18. The method of claim 11, further comprising cancelling theorder if a substitute product for the second product is not available.19. The method of claim 11, further comprising comprise transmitting anorder for additional units of the second product in response todetermining that the second quantity is insufficient to fulfill theorder for the second product.
 20. A non-transitory computer readabledevice comprising instructions, which when loaded and executed by aprocessor, cause the processor to perform operations, the operationscomprising: receiving, from a customer, an order for a first product anda second product; requesting, at an ordering module, an inventory statusfrom a distribution center, wherein the inventory status includes afirst quantity of the first product that is available at thedistribution center and a second quantity of the second product that isavailable at the distribution center; determining, by utilizing theordering module, that the second quantity is insufficient to fulfill theorder for the second product; directing, by utilizing the orderingmodule, the distribution center to send the first product to thecustomer in response to receiving, from the customer, a selection of anorder fulfillment option that comprises a fill-partial order fulfillmentoption; determining, at a tracking module, a first time when thedistribution center is directed to send the first product to thecustomer; determining, at the tracking module, a second time when thedistribution center sent the first product to the customer; calculating,by utilizing the tracking module, that a duration between the first timeand the second time is greater than a predetermined duration specifiedin a service level agreement; generating a first alert when the durationbetween the first time and the second time is determined to be greaterthan the predetermined duration specified in the service levelagreement, wherein the first alert indicates a failure of a supply chainin satisfying the service level agreement; and generating a second alertwhen a percentage of the order is not acknowledged within a time periodin accordance with an acknowledgement service level in the service levelagreement.